We currently use Other Work for our operational work buckets(Break.Fix, Routine Ops, and Service Request Fulfillment), but our clients are wanting more granular data rather than just a bucket. The end result we would be able to show them more detailed "categories/tasks" that include the ability to view the resource allocations and the actuals logged against that "category/task." As a result, we are looking at using Applications and "Operational" projects. But, then the phrase "these departments are providing a 'service'" keeps getting mentioned and therefore IT Service Management has become part of the discussion. But I really wonder if the term "service" that we use matches what PPM defines as a "service. From reading the docops, it seems a PPM service is a lot more complex than how we define it. For us a "service" is implementing a server, or supporting an application or system.
So here are my questions:
How do you capture non-project work and/or supporting an application?
If you use services, how do you use it?
Thanks in advance for your feedback.